AccountId: 011433970860
ContactId: e8538b79-aa5c-4f26-b89c-19f2c5d08e4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156970 ms
Total Talk Time (AGENT): 55344 ms
Total Talk Time (CUSTOMER): 61809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e8538b79-aa5c-4f26-b89c-19f2c5d08e4b_20250307T20:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling to see if the claim was received.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII], and you're calling from provider's office or this is your policy?
[CUSTOMER][NEUTRAL] Uh, I'm calling from a facility.
[AGENT][NEUTRAL] OK, what's the name of the facility?
[CUSTOMER][NEUTRAL] Cleveland Clinic Mercy Hospital.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yes, uh huh, [PII]. And would you spell your name for me?
[AGENT][NEUTRAL] Sure. That's [PII] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the patient's policy number is 02168907M for Mary, L for Lima 8.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, this is the old claim. It's [PII]. Total amount of the bill was $210.
[AGENT][NEUTRAL] OK, um, so [PII], right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] I don't have a claim for [PII].
[CUSTOMER][NEUTRAL] OK, alright, thank you. So, and could I please have a call reference number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK alright thank you and that's all that I have you have a nice rest of the day and enjoy your weekend as well thank you again.
[AGENT][POSITIVE] Thank you. You're welcome, Miss [PII]. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.